Job Title: ITSM Architect
Location: Los Angeles, CA
Duration: 12+ Months
Interview Mode: Video
Responsibilities:
Role Summary
The Tools Architect is responsible for designing, implementing, and governing enterprise monitoring and IT Service Management (ITSM) tool solutions. This role provides technical leadership for Dynatrace and ITSM platforms, ensuring alignment with business objectives, operational excellence, automation, observability, and service management best practices.
Key Responsibilities
• Architect and deliver enterprise monitoring, observability, and ITSM solutions using Dynatrace and ITSM platforms.
• Define tool strategy, roadmap, standards, and integration architecture.
• Design end-to-end monitoring, event management, alerting, and service mapping solutions.
• Integrate Dynatrace with ITSM, CMDB, automation, and other operational tools.
• Collaborate with infrastructure, application, cloud, security, and service management teams to drive operational efficiency.
• Lead tool optimization initiatives, governance, performance tuning, and platform upgrades.
• Support ITIL-aligned processes including Incident, Problem, Change, Event, and Service Request Management.
• Provide technical guidance, solution design, and best practices to stakeholders and engineering teams.
• Evaluate emerging technologies and recommend enhancements to the enterprise tool ecosystem.
Required Skills
• Strong expertise in Dynatrace architecture, Helix Operation management implementation, and administration.
• Experience with ITSM platforms such as BMC Helix, or similar solutions.
• Knowledge of ITIL v4 processes and IT Operations Management.
• Experience with integrations, APIs, automation, cloud platforms, and observability solutions.
• Strong analytical, stakeholder management, and solution architecture skills.